Service Desk Mail Handler Created a Duplicate

[Jonathan Holmes]

Hi all,

I'm looking for some advice on what could have happened here, as I'm not entirely sure why this has happened.

We had an email sent to our service desk from an internal user, the ticket was created as expected at 9:09am on the 3rd April.  However, yesterday, we had the same ticket created again at 12:37pm on the 5th April.  

The email only exists once in the linked inbox to the Service Desk, and that is at 9:09 on the 3rd April, and the user who originally sent the email only ever sent this once from their Outlook.

Does anyone have any ideas as to why this could have happened?  I can see in the mail audit log that it was picked up twice, but sadly that doesn't provide me with much information.

Thanks in advance,

Jonathan

[lvukadin]

Hi @Jonathan Holmes

I'm having the same problem exactly, did you find any solution for that?

Thanks in advance

[Amirul Ikhwan Omar]

Hi Jonathan,

Is there any Read timeout error in the incoming email log during the said time? This can happen sometimes if there is a connectivity error between JIRA Service Desk and email server used.

First step we can follow this KB to start troubleshooting problem with email channel.

https://confluence.atlassian.com/servicedeskcloud/troubleshooting-issues-with-the-email-channel-732528950.html

[Jonathan Holmes]

There is one, but it's 6 days after the event occurred!  Very strange as to why it happened.   I'll take a look through your link but I think we might just have to put it down to a "one off" random occurrence!  Thanks for the advice :)  

[Tzu Hau Chai]

Is it possible that the email message is being marked as unread by someone? this is the only scenario that I can quickly think of. Service Desk will process the message again if it is being set to unread.

[Jonathan Holmes]

Thanks for your reply.  I had considered this, but only one user would ever access the inbox and he advised that he didn't (He knows that "unreading" generates a new ticket).  Thanks anyway! :)